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Zendesk Suite

Zendesk Suite

Overview

What is Zendesk Suite?

The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more…

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Recent Reviews

Zendesk is awesome

9 out of 10
October 05, 2023
Incentivized
We use zendesk as a way to communicate any internal issues we are having with our IT, HR, etc. it’s really a centralized way for us to …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket creation and submission (112)
    9.2
    92%
  • Ticket response (111)
    8.9
    89%
  • Email support (108)
    8.6
    86%
  • Organize and prioritize service tickets (111)
    8.5
    85%

Reviewer Pros & Cons

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Pricing

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Support Team (Foundational Support Only)

$19

Cloud
per month agent

Suite Team

$55

Cloud
per month agent

Support Professional

$55

Cloud
per month agent

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.zendesk.com/product/pricing…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $55 per month agent
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Product Demos

Zendesk Demo: The Basics

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

8
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8
Avg 7.7
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Product Details

What is Zendesk Suite?

The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer needs ranging from help desk software to live chat to knowledge base management.

Zendesk Suite Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations

Zendesk Suite Videos

Zendesk Videos
This software unboxing dives into Zendesk, a platform for support, sales, customer relationship management, and more. As we demo the product, we rate Zendesk on its usability, interface, installation, customer support, and more. While not a full tutorial, if you're considering...
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TrustRadius takes an objective look at the pricing plans, marketed top features as well as what users consider to be the best features and limitations.

Zendesk Suite Integrations

Zendesk Suite Competitors

Zendesk Suite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported Countries160+
Supported Languages60+
Security
whistic readyRead Zendesk's Security Report on Whistic Security Network™

Zendesk Suite Downloadables

Frequently Asked Questions

Zendesk Suite starts at $55.

Freshdesk, HappyFox Help Desk, and HelpSpot are common alternatives for Zendesk Suite.

Reviewers rate Ticket creation and submission highest, with a score of 9.2.

The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(923)

Attribute Ratings

Reviews

(26-41 of 41)
Companies can't remove reviews or game the system. Here's why
October 02, 2013

Zendesk. Simple, Smooth, and Powerful

Colby Wood | TrustRadius Reviewer
Colby Wood
IT Consultant / Systems Engineer
Johnson Business Technology Solutions (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
I believe Zendesk is a fantastic tool, and i will keep using it because they are always working to improve it. I saw a forum discussing a feature request with the developer and a little while later, bam! its now in Zendesk. Tell me this, what tool do you use where the developer will join in the forum with you, and then implement your idea in the next release because he thinks its a good idea to do so?
September 24, 2013

Zendesk

Verified User
Employee in Information Technology
501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
This is an excellent product. Very user friendly, fast, cloud based. Every IT Department should consider this product in today's fast-moving business environment.
September 24, 2013

The Zen of Zendesk

Beverly Peplinski | TrustRadius Reviewer
Beverly Peplinski
Client Services Manager (RentPayment)
YapStone, Inc. (51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
Zendesk has been an amazing tool for our company. I built our Zendesk from the ground up, and not only is it intuitive to build and implement, but it offers ways to automate customer communications, identify targets, trends, and SLA's, and give us complete visibility to our customer's needs and our own performance (where previously we had zero visibility). Working with the Zendesk team has been a great experience as well; anytime I have a question they are quick to respond and knowledgeable about the product. We implemented phase 1 of our Zendesk by moving from email-to-ticketing, and we just released live chat, the knowledge base, and the customer-facing web ticketing (feedback) options. I am a huge fan of Zendesk and encourage any companies looking for a ticketing or CRM system to give Zendesk a thorough look!
September 22, 2013

Use it, customize it, and create the best customer experience for your staff and your customers.

Benjamin Lee | TrustRadius Reviewer
Benjamin Lee
Customer Support Manager
Pandora (Telecommunications, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
At the current rate of our customer base and limited customer support resource, Zendesk gave us the most bang for our buck without any heavy training for agent and admins. Zendesk's intelligent support team is also based in San Francisco, making it easier to just to communicate. With the module we implemented, Inbenta (semantic search for the knowledge base), it seriously lightened the load for our agents in terms of work and stress, making the customer experience overall a better experience for both parties.
September 22, 2013

Zendesk is an amazing tool for customer service but SalesForce is tough

Rob Sherman | TrustRadius Reviewer
Rob Sherman
Vice President of IT Solutions
Industry Intelligence Inc. (51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Renew
1
I'm giving this a '1' only because we will not be renewing. We've moved onto Desk.com for better Salesforce integration. It's what our particular needs are. Don't let my '1' however discourage you from trying and buying Zendesk. It's an excellent company and software solution.
September 22, 2013

Zendesk saved my team

Forest Basford | TrustRadius Reviewer
Forest Basford
Technical Support Engineer
SugarCRM (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.
Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
September 18, 2013

Zendesk is what SaaS is all about

Sean Beckett | TrustRadius Reviewer
Sean Beckett
Director of IT
Pivotal Labs (201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
We have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.
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